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CISCO ICM S/W ONLY NON- PROD SUITE FOR PARTNERS Cisco Intelligent Contact Management (ICM) software delivers an integrated suite of capabilities that enable a company to interact with its customers via phone, Web, and e-mail across an enterprise of automatic call distributor (ACD), private branch exchange (PBX), interactive voice response (IVR), database, and desktop applications. The Cisco solution provides centralized management control over customer contacts, allowing users to implement a single set of business rules that uniformly addresses customer needs independent of contact channel or resource location. Moreover, ICM software enables consolidated reporting across heterogeneous, geographically dispersed resources. Through an open, distributed software architecture, the ICM platform manages voice and data distribution across the enterprise and enables a company to implement IP-based voice solutions while leveraging current technology investments.